Service Excellence™ for Frontline Service Providers and Supervisors

Service requirements and standards must be clear so that frontline service providers (supervisors and staff) can perform to expectations. The soft skills and techniques needed to impress the customers are not innate skills, i.e. they are not something we are born with, but skills we can learn if taught. Frontline service providers are expected to be knowledgeable, able to communicate, will take proactive action to resolve customers’ problems, handle complaints, and to provide service in such a manner that customers want to come back again and again because dealing with the company is so easy, simple, convenient and effective.

This course is intended to equip frontline service providers and supervisors with the right mindset and skills in providing excellent service despite encountering some difficult customers.

English, and will supplement with Cantonese and Putonghua depending on participants needs

1. Service Excellence™
2. Service Excellence™ Skills and Techniques
3. Key Phrases and Hot Buttons
4. Self-assessment and Action Plan
5. Case-based Skills Practices

Ms Weelan Ho is the Principal and Director of PGA Consulting Limited (HK) and the Director of Ascent Global Service Pty Limited (Australia). She has significant experience in helping companies create value and improve bottom-line results through Strategy Development, Operations & Sales Improvement, Service Excellence and Organization Cultural Change Programs etc., just to name a few. The clients she has worked with are multinationals, public listed companies, family-owned enterprises and SME across Asia Pacific in multiple industries as well as with the public sector.